As explained earlier, when you see disconnections but no outages, it means anything but IP outages. Those links I shared explain what some of the causes could be, bad or slowly failing cable, firmware needing an update in your firewall or router or modem, or your provider has a signal level problem at the street level and they aren't acknowledging the problem.
The only way to know more in your case would be to get one or two neighbors to install an agent also so that we can correlate their data.

To get more info, you could always upgrade your reports for 30 days and that will show you historical data and other information that may or may not help. It may not help since you seem to be experiencing problems which aren't specifically IP related so the agent cannot log those, it can only tell you that's what seems to be happening.

You can know this because of what you aren't seeing, IP outages that would be logged by the agent.

Glad you got it.

@shahinfard
Hi,

Please double check that all the settings are now associated to the HW agent.

@fardvrsgr

Hi Frances,

When you create a new agent you are supposed to follow the instructions that are taking you to the point of downloading the executable to install the software on your PC

In that page you didn't confirm that you downloaded the software so you cannot see the keys needed to continue the installation

From the agent list if you click on the link "Click to complete" you will be taken to the page where you already downloaded the file and there you can simply press YES to confirm you did download the software (assuming you have) and there you will see the keys needed to install

Thank you for letting us know. Glad you got it.

They don't include any when we order them either. We used to provide them but most people have dozens of old USB power supplies laying around.

Any 5v 1amp will do.

Example;

USB wall plug from ebay

Probably bags of them at the local Goodwill :).

Hi,

Not much we can do about the buttons, it comes with the hardware. Most little devices like these have them, it's just a matter of programming.

The activation email was sent on the day that the agent was prepared, It's probably in your junk box but the one we re-sent earlier today made it which is good.

All worked out after all, it's all that matters.

Hopefully, the service helps you to find problems you might be having.

Feel free to ask for help or clarification any time.

@achong99 said in Free Starter shows only 1 chart:

129679

Ok, I looked at this agent and everything seems ok. The only thing missing that we now think is a problem on the OutagesIO end is pings which aren't showing.

We'll take a look tomorrow and try to find the problem and solve it.

In terms of what you see, you won't see much until there are in fact problems with your Internet that the agent can pick up. There are help notes for each page on the site, just click on those to get additional information.

Give it a few days and see if something starts showing up. Remind us here and we'll take a look with you as well.

@dltwyman

Hi Douglas,

Was it a power outage or was it an "internet outage"?

I ask since I cannot see anything else than a disconnection which, as stated, would not be IP related. Meaning, you would not see an outage

The reason behind the inactive/disconnected alert is exactly to show other reason behind the "missing connectivity" which are not identified by the "usual" internet outage.

In short, if the agent recognizes an IP outage, it will always log it assuming the software was not stopped or restarted in which case, the outage info it was tracking would be lost.

Hi,

I'm assuming you didn't notice the mention in the purchase page. These agents have 100Mbps ports so with our app running on it, it would max out below 100Mbps.

The point of the speed test isn't really to see if you can max out the connection but to see if you have a usable amount of bandwidth.

For example, even with a 100Mbps max, if you were seeing 5 or 10Mbps for example, you would know there is something really wrong.

Hope this helps.

You're welcome. I forgot to allow you for posting, you're all set now without our having to moderate.

Were you able to add another agent?

Hi,

When you order hardware from the main site, it doesn't show in the app site because the app site doesn't have the same paypal coding.

The hardware agent is a one time purchase and can be used with either the free Community reports or Extended.

If it's ordered as a bundle, the hardware and the reports are sold as a package deal from the main site. The hardware is manually prepared, shipped and then bundle time is then added to the agent ID.

Once you activate the agent, the Extended reports will start.

I'm not sure if this is helping to explain but if not, please add more information and we'll try to further explain.

As an update, there is another thread in the forums where someone has around 30 agents and some random problems were coming up.

After months of testing, we were finally able to isolate the problem and we thought it was fixed.

Additional logs provided to us using the latest version shows that the problem is still there in some form or another.

The agent uses a multithreaded method and it seems that in some cases, one of the threads can spiral out of control causing the agent to miss sending some data now and then.

What's probably happened from looking at your reports is that the agent missed sending pings because the rest of the data looks consistent while the missing pings have no associated missing communications.

In other words, when those pings were missed, the gaps, the agent was still communicating which tells us it failed to send the pings in those times.

When you see gaps, you can always look at your outages to see if there was an outage at the same time. If so, you can discount the missing ping/heartbeat as it makes sense since the agent was not able to communicate. Otherwise, you can attribute the gaps to the problem we are now working on and will release an update once tested.

The biggest challenge with offering online services is that when folks come across problems, they usually prefer to blame the service and tell others how bad it is.

The fact is, if people took the time to let the service know about the problems, they will always do everything possible to fix any problems to keep hard-earned members.

Thank you for pointing this out.

@brendan-techdoz said in Ordered subscription for the wrong agent:

130090

Hi,

Not a problem, the subscription was moved to the other agent for you.

Thanks for using OutagesIO.

Thanks for clarifying.

That method evolved because many members would never disable their emails when leaving the service and we found our domain getting blacklisted.

At one point, we didn't have such a limitation so the network could end up sending hundreds upon hundreds of emails to a mail service. It didn't take long before we got blacklisted which affected any other members using the same mail services.

Instead, we decided that since Inactive is something that someone should look into quickly if they are interested in such notifications, it made no sense to keep sending emails about the same thing.

This also helped solve being blacklisted and affecting other members.

Inactive notifications aren't outages, they aren't something the agent is able to detect, such as signal loss on coax and wireless based services. It's more of a notice that something is preventing the agent from communicating with the OutagesIO network.

https://support.outagesio.com/topic/12/about-internet-outages-alerts-and-agent-statuses/1

Hope this helps.

The ratio is much higher for software because it's an instant download.

Hardware is mostly used by businesses while software agents are mostly used by consumers and especially free members.

Because most people are becoming used to ordering online that waiting a day to a few days for most might not be a problem.

The Windows software is much more of a challenge to maintain across so many versions and so many possible combinations of packages installed on different PCs.

That said we do continue to try and find the elusive problem we seem to have with the Windows agent on some combinations of PCs and their installed software. However, this seems to be a rare problem as we've only heard about it a few times.

@markl
Hi

It seems your agent is not able to connect properly to the internet.
I can see that now it is disconnected completely and it never sent PINGS.

Is there a chance your internal firewall is preventing this agent to use ICMP?

@jjuly Great, thank you for the update and for using OutagesIO!

Please let others know whenever possible because Google favors deep pocket advertisers that prefer you would not find a solution like ours.